Complaint Investigation Report

Allegation: Staff unable to meet residents needs due to language barrier.

It is alleged that facility staff are unable to meet resident needs due to a language barrier. To investigate this allegation, on 06/23/2025, LPA Ngo-Castaneda conducted interviews with the Administrator, residents, and staff, and observed staff-resident interactions.

During the inspection, LPA experienced difficulty communicating with staff and observed staff relying on cellular telephone translation applications to communicate with residents. LPA Ngo-Castaneda noted inaccuracies in the translations. One resident reported feelings of fear and frustration when attempting to communicate their needs due to unreliable translation.

For the first two (2) hours of the initial inspection conducted on 06/23/2025, the only staff present at the facility were non-English-speaking staff. After approximately two (2) hours, an additional staff member arrived who was able to communicate in English. Interviews with five (5) out of six (6) residents confirmed that staff frequently use cellular telephones to communicate. The Administrator acknowledged that some staff have a language barrier and rely on translation tools.

Based on interviews and direct observation, LPA determined that language barriers impacted effective communication with residents, the majority of whom speak English, regarding their basic needs and services. Therefore, this allegation is deemed Substantiated .

A deficiency was issued, and appeal rights were explained. An exit interview was conducted, and a copy of this report was signed and delivered.